CUN300-2D
2 Week Process Approach Training

Managing Planning & Meeting Internal & External Customer Requirements, Needs, Expectations & Delighting Customers Processes

Building Process-by-Process Skills & Competencies in

  1. Stated Needs of Customer

  2. Real Needs of Customers

  3. Customer Mostly Unstated Expectations

  4. Delighting the Customer

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2 Week Job Process Good & Best Practices Training

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What is Covered in this Program?

  1. This program builds in the participant the essential Understanding, Competencies, Skills, Process Knowledge and Management Guidance to Meet and Exceed Customer Expectations. The participant will learn how to ensure performance that is Customer Focused and at the same time is effective, efficient, and, aligned to Operational & Strategic Objectives. This is a comprehensive program. Program Topics will be discussed in great detail during the 4 weeks, to ensure the participants gains a full Multi-Discipline Multi-Stakeholder Latest-Technology Equipped Understanding of the Customer-Focused Processes.
  2. Participants will appreciate that we are in business because some customers need what we offer and, we can be highly successful if lots of customers need what we provide, and or, if a customer who uses our product or service wants to use it again and again. This program's definition of Customer is anyone who uses your product or service or who is impacted or influences the success or failure of our product or service.
  3. The first question for the participants is What do our Targeted Customer's want? What are their Needs? Real Needs? Their Expectations? How can we meet and exceed their expectations? In todays competitive world, Meeting Customer Expectations is Not a Big Deal... So many competitors will also be happy to meet customer need for the price or order, even happy customers may try your competitors next time and may like him better for some reason! And you may loose him. Key to success is Exceeding Customer Expectations or Delighting the Customer, giving customer more than what anybody else gives. Further, Our social experience teaches us that most people take negative feedback as a personal attack, and it may spoil relationships forever. Customers don't like giving feedback, if dissatisfied they just don't come back but may tell 20 to 30 other people of their dissatisfaction experience with you. Correction, some customers who are very-very dissatisfied do give a very negative feedback with no intention of coming back. So, a dissatisfied customer leaving your department dissatisfied is like a Bull-in-a-China-shop for your department or organization. It is important that feedback be taken early, specially where dissatisfaction is suspected, so measures can be taken to satisfy the customer before he leaves. It is not a good idea to let a dissatisfied customer leave your department or organization in that state. This program will discuss various new methods to get early customer feedback these include by Non-obtrusive feedback options, observing his behavior, face expressions, tone, body language, data analytics and artificial intelligence methods.
  4. This program will provide the participant Understanding, Skills and Competencies that will help you avoid all the above problems, and, set up a system to Meet and Exceed Customer Expectations in a Planned and Organized Manner. This program will discuss how to proactively setup processes that lead to Customer Satisfaction, these processes have actually been recognized as "their absence becomes a cause of customer dissatisfaction".
  5. This program will also discuss how to understand (and differentiate between) Customer Needs, Customer Real Needs, Customer Expectations, Exceeding Customer Expectations. Significant amount of time will be spent on analytically finding ideas for Exceeding Customer Expectations. This program will also cover satisfying and exceeding expectations of internal customers. Internal customers may not go away to your competitors, but failure to satisfy them leads to their complaints that spoil our professional reputation, impact our career advancement, and generally reduce our job satisfaction levels. This program will show how to motivate staff to meet and exceed expectations of customers through engineering performance recognition, rewards, promotions, job satisfaction and other desirable results for staff. The participant will go away convinced how being Customer focused is definitely very good for his career, his department and his Organization.
  6. Participants will learn to Strategize, Communicate, Implement, Control, Evaluate Performance, Provide Training and Coaching, Build Teams, Build Helpful Knowledgebase Systems, Develop and Document Standard Operating Procedures, Identify and Implement Improvements and otherwise Manage Enabling Systems.

Who should Attend?

  1. This program is intended for Internal and External Customer Facing Supervisors, Team Leaders and Managers in your Department or Organization. This Certification Program is particularly essential for Service Department Professionals from Help Desks, IT, Procurement, Maintenance, Human Resources, Public Relations, Contracts, Safety, Security and Facility Management Units and Organizations.
  2. This program is also useful for Data Analysts and Consultants developing Smart and Intelligent Systems for Identifying, Monitoring, Measuring and Providing Customer Related Useful Decision Support Insights to Managers.

PROGRAM CONTENT

Managing Planning & Meeting Internal & External Customer Requirements, Needs, Expectations & Delighting Customers Processes


  1. The Customer-focused Management Approach
  2. Problems Created by Dissatisfied Customers
  3. Advantages of Satisfied Customers
  4. Advantages of Delighted or Exceeded Expectation Customers
  5. Identifying Internal & External Customers Processes
  6. Prioritizing your Customer Groups Process
  7. Understanding Customer Needs Processes
  8. Understanding Customer Real Needs Processes
  9. Understanding Customer Expectations Processes
  10. Aligning Customer Satisfaction Targets to our Strategy and Resources Processes
  11. Resource Allocation Process for Customer Service
  12. Essential Customer Processes for Satisfaction
  13. Customer Dissatisfaction Processes
  14. What Processes whose non-existance leads to Customer Dissatisfaction?
  15. Good Customer Service Practices Processes
  16. Changing Customer Expectations & Service Perceptions Processes
  17. Customer Delighting Processes
  18. Processes for Leveraging Data Analytics to Focus on Exceeding Customer Expectations
  19. Processes for Leveraging Artificial Intelligence to Focus on Exceeding Customer Expectations
  20. Benchmarking Processes for New Ideas for Exceeding Customer Expectations
  21. Identify Emerging Opportunities for Meeting and Exceeding Customer Expectations Processes
  22. Training Staff for Meeting Customer Expectations Processes
  23. Training Staff for Exceeding Customer Expectations Processes
  24. Culture of Meeting & Exceeding Customer Expectations Processes
  25. Listening to Internal & External Customers Processes
  26. Listening to Potential Customers Processes
  27. Determination of Customer Satisfaction and Engagement Processes
  28. Evaluating Satisfaction Relative to Competitors Processes
  29. Determing Customer Dissatisfaction where he does not Complain Processes
  30. Building Relationships with Internal & External Customers:

    (1) Relationship Management

    (2) Complaint Management

    (3) Understanding
  31. Processes for Coordinating, Communicating and Listening to Internal & External Customers
  32. Processes for Coordinating, Communicating and Listening to Potential Customers
  33. Processes for Engaging and Involving the Customers in your Design & Planning Processes
  34. Processes for Determining Customer Satisfaction (and dissatisfaction) Relative to Internal and External Competitors
  35. Building Relationships with Internal & External Customers Processes
  36. Processes for Setting up an Effective and Winning Customer Complaint Management System
  37. Methods for Measuring Customer Satisfaction LevelsProcesses for
  38. Data Analytics & Real Time Dashboards to Provide Real Time (or Near Real Time) Customer Satisfaction Levels
  39. Workshop 1
  40. Deeper Insights including Procedures and Checklists
  41. Competencies & Skills for Implementing Good & Best Practices Processes
  42. Processes for Developing a Performance Evaluation System
  43. Customer Focused Performance Reporting Processes
  44. Workshop 2
  45. Customer Focused Knowledge System
  46. Data Analytic System to Provide Insight into Customer Related Performance, Improvements and Management
  47. Setting-up a Data Analytics based Real Time or Near Real Time Decision Support System
  48. Leveraging Artificial Intelligence for Proactive Customer Satisfaction Management Decision Support Insights
  49. Leveraging Data Analytics & AI for Customer Focused Decision Suggestion & Automated Decisions System
  50. Program Recommendations
  51. Detailed Personalized PCustomer-Focused Management Action Plan

2 Week Job Process Skills Training

Outcomes & Takeaways

Job Process Good & Best Practices Workshop Outcomes and Takeaways
  1. The Work Process Approach to Learning is a methodology that emphasizes learning through understanding the actual work processes.
  2. A work process refers to a set of activities or tasks that are carried out to achieve a specific outcome or result. These processes can be core to the business, such as manufacturing, service delivery, or customer support, or they can be supportive, like HR processes, IT services, or administrative workflows.
  3. The Goal is to closely align training content and methods with the specific processes, tasks, and challenges found in that domain real-world work environments.
  4. What the training achieves is building skills and competencies essential for actual work processes performance. Enabling quick and seamlessly understanding how to perform their processes effectively, efficiently and avoiding the usual mistakes and risks.
This 2 Week Training Workshop participant will typically take away...
  1. Program related Process knowhow, skills, competencies and process knowledge to perform the job work processes
  2. Training that will empower the participant to identify, support and implement work process improvements in his unit, team, section, department, and organization.

Benefits to the Organization Sponsoring Participants to this program

(Benefits made possible by Ai Knowledge Systems's above mentioned Planned Outcomes and Takeaways)

  • This Ai Knowledge Systems programs is different. It develops practical Job Process Skills.

    Benefits you may see in participant post program behavior...
    • Inclination to Recognize his Processes Customers and Stakeholders, and their Needs & Expectations.
    • Higher level of Relevant Multi-discipline Job Process Skills
    • Taking Initiative to Propose and help implement Process Improvements in his Work Responsibility Area.
  • How your Participant will Change after attending the program?...
    • Increased Work Process Performance Knowledge
    • Awareness to the Need to align process performance to the Needs and Expectations of Stakeholders and Customers (internal & external)
    • Awareness of the Need to Align Process Performance to Organizational Operational and Strategic Objectives.
    • Implement Good Management Practices during Process Performance, and, Gain Awareness to meet Requirements and Recommendations of the any Applicable Industry and Professional Standards.
    • Skill Sets for possible implementation the Program Discussed Action Plan for Process Improvements.
  • Type of improvements the participant will be trained to analyze and implement include (as relevant)

          (a) Productivity Improvements

          (b) Product and Service Differentiation

          (c) Exceeding Stakeholder & Customer Expectations.
  • Ai Knowledge Systems Instructors often act as mentors for participants (solely subject to instructor approval). Your participants can utilize this free service to ensure effective post program reinforcement and help when apply the ideas and skills acquired during the training.

Participant Individual Career Benefits
Job Satisfaction & Advancement

  1. First, and most important benefit, is the positive self-esteem that will come from being able to do your work processes right first time and meet internal and external customer expectations.
  2. Second, the Program developed Job Process Understanding & Skills will help participant successfully present his professional skills at Job Interviews and Internal Performance Evaluation Reviews.
  3. Participant gains clear direction and insight for analyzing, proposing and implementing improvements in his work processes.
  4. Post program when you take decisions related to your work processes you will automatically consider Multi-discipline aspects     (as applicable):

    Internal & External Customer Needs and Expectations, Technology Options, Data Analytics and Artificial Intelligence Opportunities, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increase Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and, possibly more aspects).

Registration Form

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Registration & Fee Information (2 Week Workshops)

  1. Fee information is also available at: PROGRAM-FEE-PAGE   Special Discounts May be Available Please email scholarships@eurotraining.com.
  2. To register please send us an official letter confirming registration (on organizational letterhead or company email), or, send us a completed registration form above. GET MSWORD REGISTRATION FORM .
  3. Fees are Payable by Bank Transfer or Bank Draft.
    • 2 week (80 hrs) 2 week (80 hrs) Process-by-Process Approach Training :
      Classroom Training at USA, Dubai, Kuwait, New Delhi, Qatar USD $8,900 per participant.
      Classroom Training at London, Europe, Malaysia, Singapore USD $9,790 per participant.
      Online eTraining Fee USD $4,375 per participant.
    Fee includes Course Materials, Certificate, Refreshments and Lunch (classroom programs).
  4. Accommodation is not included in Program fee. Special rates may be available at venue hotel for participants.
  5. A Special discount of 10% is offered for participants who pay their fees at least 45 days before start of the program.
  6. Cancellation & Date Change: No Fee Refund if participant cancels his registration less than 3 weeks before start of the program. Alternate nominations may be allowed if requested atleast 2 weeks before program start. In case of exceptional hardship or emergency participant may be allowed to attend same program at another location or date on payment of 10% of fee.
  7. All participants are required to fill in Participant Information Form and Program Related Questionnaire - on first day of the program.
  8. Each program Undergoes Customization to Better Meet Participant Present and Future Job and Career Needs. Please be prepared to let the Instructor/s know about your organization's Special Needs, Interests or Initiatives.
  9. It is always useful for participants to bring their existing problems or case studies, work-process flow charts or job related problems for discussion - consideration will be at sole discretion of the program director/s.
  10. Provisional Registration : You can make a provisional registration request by sending us an email using an official email account. Provisionsl registration request, when confirmed by Ai Knowledge Systems, will reserve a seat for you for 14 days. After our Confirmation you have 2 weeks to send us an official registration request. Provisional registration is automatically cancelled at the earlier of (1) 2 weeks after Provisional Registration Confirmation if registration is not reconfirmed from your side (2) Two weeks before start of the program. We do request you to inform us ASAP you have decided either way.

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2 Week Process-by-Process Workshops - Ai Knowledge Systems USA LLC Training Programs, Workshops and Professional Certifications